So I recently found a crack on the upper right hand side of my computer. Took it in to Apple where 3 very well trained “geniuses” told me that I must have shut a pencil inside of it and that it will cost $1300 to repair. I did not mailiciously hit my screen. I think that the screen must have had a deft on the edge of the glass and that recently due to heat in the room or of the actual computer it got worse. They said that they could see an impact mark. Truth is it was shattered when I took it in and the genius jabbed her finger in it while examining and a little piece of glass came out. Possibly this is the impact area because if it would have been him the outside would be marked as well. It is not. We spent 3 grand on this computer and I basically walked into the store and was called a liar–with my husband standing right next to me. If I would have inflicted this on my computer of under 1 year. I would fess up and buy another as I can afford it. That is not the issue here though, customer service is. I took the advice of another gentlemen on this blog and emailed Steve Jobs directly(sjobs@apple.com). To my surprise he responded with how they cant take responsibility on “accidents”. He proceeded to tell me that it was possible that I shut a pen or something in it just like his “geniuses” and that there was nothing they could do. He said “screens dont crack by themselves-its’ alwaya and outside force” and that Apple cannot take responsibility for user errors. Steve Jobs actually basically called me a liar. I have within the last year spent over 5 thousand dollars on his products and this is the respect I get as a customer. The “geniuses” had their mind made up when they saw it though one did indeed say that there was no evidence of it being hit on the outside-they and Mr. Jobs concluded that I am a liar and I get nothing. I concluded that I will never purchase another Apple product again. I have had other computer laptops for several years a piece and never had any issue with the screens. I have been taken for a ride especially after having purchased all the warranties. Thanks Steve Jobs!
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Wow, that is very sad story. Apple products are not cheap, and finding out that an error of craftsmanship would not be covered for the warranty, and above all that MR. Jobs said that you were lying that is the worst of all. At least he could said, take it to and Apple Store near you and we will give you a new one or at least a refurbished one would be nice. After all, they will repair i,t clean it and put it for sale on the refurbished page of the online store. What an idiots. Screw you Mr. Jobs.
Nestor Ruiz on September 14th, 2009 at 4:41 pm | Link
steve jobs did not email you
I complain to your stupidity in that
However genuis bar tends to be like that, everyone has to cop it eventually just as I have time and time again with apple
BenC on September 16th, 2009 at 1:08 am | Link
I understand that if you pay a lot of money, you expect quality, but the sad truth is, inferior merchandise (and customer service) comes at any price.
I always read forums (fora?) and online reviews of products before I make a major purchase. I never ever ever buy the latest-new-shiny thing because I prefer established product reputation to marketing hype as a basis for rational decision-making. I simply don’t make enough money to afford to make a major purchasing mistake.